IT Service Delivery Lead

The Company

The Company is dedicated to delivering high-quality technical support services, with a focus on continual improvement, collaboration, and exceptional customer experience. With a culture that values teamwork, innovation, and accountability, the company empowers its people to lead with purpose and solve problems proactively, all while maintaining a positive and close-knit environment.

The Role

As the IT Service Delivery Lead, you will be responsible for overseeing the daily operations of the technical support team, ensuring service excellence and team effectiveness. You’ll play a key role in mentoring and developing support engineers, resolving escalations, and driving process improvements. This is a hands-on leadership role for someone who thrives in a dynamic environment and is passionate about fostering growth, improving service standards, and maintaining strong interdepartmental relationships.

Requirements

Experience & Education:

• Minimum of 3 years in a similar IT service delivery or team lead role.

• Experience in retail or FMCG environments is advantageous.

Leadership & Communication:

• Strong planning and organisational skills with the ability to manage workflows and scheduling.

• Excellent communication skills and a natural ability to resolve problems and motivate others.

• Proven experience coaching, developing, and engaging technical teams.

Key Responsibilities:

• Lead, mentor, and support a team of IT support engineers.

• Manage escalations and ensure prompt resolution of customer and end-user concerns.

• Monitor and analyse performance metrics to drive continuous improvement.

• Collaborate across departments to ensure a smooth and effective service experience.

• Implement and refine processes to improve operational efficiency.

• Uphold service level agreements (SLAs) and ensure compliance with company policies.

Work Environment:

• On-site role at the company’s Head Office, working closely with the national IT team.

• Reports directly to the National IT Support Team Manager.

• Contribute to a passionate, family-oriented team culture focused on excellence and support.